Customer Support Manager

Summary

Join Elation Health as a Manager of Customer Support, reporting to the Director of Customer Support. You will lead and manage a team of support professionals, driving team performance and evolving the support model. Responsibilities include providing guidance and mentorship, ensuring the team meets performance goals, and delivering outstanding customer service. You will communicate effectively with stakeholders, build strong relationships, and champion a customer-centric approach. Adaptability and flexibility are crucial in navigating the evolving technology landscape. The role requires previous leadership experience in a support environment, excellent communication and interpersonal skills, and a customer-focused mindset. A bachelor's degree or equivalent experience is required.

Requirements

• Previous experience in a leadership or management role in a support environment
• Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts clearly and concisely
• Strong interpersonal skills, including active listening, empathy, and relationship-building capabilities
• Customer-focused mindset, with a passion for delivering exceptional customer service and driving customer satisfaction
• Demonstrated ability to lead and motivate a team to achieve goals and deliver high-quality results
• Proven adaptability and flexibility in a fast-paced and evolving landscape
• Knowledge of emerging technologies, industry trends, and best practices in technical support
• Bachelor's degree in a relevant field or equivalent work experience

Responsibilities

• Lead and manage a team of support professionals, including resource allocation, task assignment, and performance management
• Set performance goals and motivate the team to achieve targets, ensuring high-quality support services are delivered
• Provide clear direction, mentorship, and support to team members, fostering a positive work environment that promotes growth and collaboration
• Communicate effectively with stakeholders, both verbally and in writing, using active listening, empathy, and clear communication to understand and address their needs
• Convey complex concepts in a clear and understandable manner, adapting communication style to suit various audiences
• Build and maintain strong relationships with customers, team members, and other departments to facilitate effective collaboration and cooperation
• Champion a customer-centric approach, emphasizing excellent customer service and satisfaction
• Understand customer needs and expectations, advocate for customer-centric improvements within the support center, and implement feedback mechanisms
• Stay updated with emerging technologies, industry trends, and best practices in technical support, and share knowledge with the team
• Demonstrate adaptability and flexibility in managing unexpected situations, adjusting strategies, and embracing changes in priorities
• Continuously seek ways to enhance the customer experience and improve support center operations

Benefits

• Salary: $90,000- $105,000/yr
• Shift: 9AM -6PM PT or 12PM-9PM ET